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Creating Business Value with User Experience
Overview of UX
Consumer UX new standard for SAP aspirations. Shift from
features to functionality. Business, technology & users.
Holistic model: People, technology & business. Future-proofing
solutions to inform business decisions.
Designing UX during the implementation phase reduces the amount
of change request following project completion & reduces the
intervention effort required for end user rollout & training.
UX value derived from solution adoption, productivity &
ensuring that the technology adopted is aligned with both the
business requirements and the users executional experience.
Provides a means of re-aligning business processes adopted within a
self-intuitive user interface that reflects user-business
requirements.
UX Value calculation
Gain productivity. Saving training costs. Decrease error
incidence rate. Decrease change request execution rate.
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Monetary UX solution value can be calculated based upon:
Productivity savings
o Task time o Task repetition o Employee salary Training cost
savings o Training hours per year o Training cost per hour Data
quality o IT Support tickets o Cost per support ticket o Data
errors corrected o Cost per error correction o Business impact
factor Solution accuracy Number of change requests Average change
request cost
Use a typical business scenario executed for quantitative based
investigation. Also can help establish a business case for UX
investment.
SAP user experience strategy
User experience has role-based value and cannot be generalised.
SAP committed to improve end user experience. Innovation in an
existing application environment.
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New Applications pending development are subject to SAP new
standard of usability in Fiori UX. Renew Applications that are
heavily used in the business suite environment have SAP Fiori apps
developed that are modifiable to re-define the standard in SAP
usability. Enable bespoke customization of existing SAP
applications that are specific to the business/industry.
Customization through SAP Screen Personas enables clients to
develop to their needs. Objective - SAP Fiori User Experience
paradigm across the business suite Requirements Design guidelines,
development tools, strategic services.
Technologies Both part of the existing licence package
SAP Web Integrated Development Environment SAP UI5.
SAP Screen Personas - 80% of SAP users still access SAP via web
GUI. Current Situation faced by Clients
Complexities of SAP solutions are often reflected in its
interface design. SAP tool features are often sufficient to
solutionise business problems. IT organisations rigid approach to
SAP projects doesnt meet the end users needs. System functionality
doesnt reflect working methods or business executional processes
for daily operation.
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SAP Fiori & Screen Personas as complimentary, reflective
technologies There will undoubtedly be favored use cases for both
technologies across an enterprise. From a design perspective, a
consistent UX experience across all enterprise applications
provides users with a consistent context to interact with SAP. A
more holistic approach, conforming to consistent guidelines for
both technologies would be favorable in leveraging UX on a wider
scale.
SAP UX Design Services Advise (scope, Research, analyse &
evaluate) 1. Understanding of UX & business value discovery. 2.
Roadmap establishment. 3. Technology enablement & introduction.
Realise (Optimise, idealise, prototype & validate) 1. Optimise
existing SAP solution (mapping). 2. Technological capability
discovery. 3. User discovery 4. Validation with users 5. Proof of
concept. Empowerment (Build, implement, test & deploy) 1.
Design, Refine & develop end-user centric UX solutions. 2.
Train end users on UX technology & tooling.
Customer Engagement Examples
Contextual enquiry of organisation & users needs is
important. Visual simulation is powerful in UI understanding.
Digital prototypes provide refined business-user feedback. Best
practice recommendations should be provided as guidance. Provide an
Intuitive view of business critical data points. Develop a common
understanding from all perspectives. Fail early with prototypes
& mock-ups
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Bringing innovative solutions to SAP Forrester IT Survey
(2013)
72% of IT budgets spent on operational costs. 28% allocated to
business innovation. Simplification initiative Reduce the
complexity of existing IT infrastructure by sun-setting redundant
infrastructure layers. Elevate user experience. Reduce consumption
(cloud optimisation).
Creating a culture of innovation requires iterative diversion
and a re-converging process. Empower users pro-actively in the
solution outcome by supporting agile methods, innovation &
creativity during design & development phases. People,
Processes & Space.
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SAP UX Strategy 1. Understand from all perspectives to developed
an overall UX strategy: a. Company strategy b. IT strategy c. SAP
UX strategy (technologies available) 2. Validate overall strategy
with a proof of concept. 3. Discover & plan UX project
implementation: a. System data analysis b. User data analysis c.
Support data analysis d. Calculate UX value added 4. Design, Refine
& Deliver. a. Pilot study. b. RDS Solution. c. Review solution
outcome. Outcome Goals
Design becomes a competitive advantage. Processes are reflected
in design methods. Prototyping & mock-ups solutionise the
outcome (vision building). Integrate processes, ways of working
uniformly across the organisation.
Recommendations from SAP 1. Engage with end users in their
working environment on their operations. 2. Involve key
stakeholders from the outset. 3. Calculate UX value. 4. Remain
agile, aspire to the bigger picture and fail early. 5. Learn by
doing with your end users. 6. Consult usage analytics as a
strategic starting point. 7. Proof of Concept to show UX value. 8.
Understand requirements fully to avoid change requests. 9. Use
visual UI mock-ups rather than specifications. 10. Understand the
capabilities of UX technology wont solve all problems.